Customer Success Specialist (Bilingual - French/English)

Employment Type: Full-time

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Position Overview

Join PolicyMe, a remote-first, Toronto-based InsurTech startup dedicated to modernizing the insurance industry. We are seeking a Bilingual (French/English) Customer Success Specialist to support our customers and Advisor Team throughout their life insurance journey. This role is crucial for managing policy servicing tasks, ensuring excellent client communication, and delivering an exceptional customer experience.

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Responsibilities

• Application Management:
  • Manage a caseload of in-progress applications through the underwriting process.
  • Navigate tools like HubSpot and Front to complete daily task queues.
  • Coordinate and follow up on medical exam bookings with vendors and clients.
  • Order and track underwriting requirements (e.g., APS, MVRs).
• Client Support:
  • Handle inbound calls and respond to client emails.
  • Track missed payments and assist clients with updating billing information.
  • Process policy change requests (e.g., address updates, beneficiary changes).
• Reporting & Compliance:
  • Report underwriting decisions to the Medical Information Bureau (MIB).
  • Maintain accurate records.
  • Submit the weekly MIB report.
• Collaboration & Improvement:
  • Collaborate cross-functionally with Advisors, QA, Sales, and Customer Service.
  • Offer feedback and participate in process/tooling improvement discussions.

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Requirements

• Experience: 1–2 years of experience in insurance, customer service, or call center roles.
• Language Skills: Strong verbal and written communication skills in both French and English.
• Technical Proficiency: Comfortable using multiple systems and learning new tools quickly.
• Work Ethic:
  • Excellent attention to detail and ability to multitask in a fast-paced environment.
  • Empathy, patience, and a natural drive to go above and beyond for customers.
  • Integrity and reliability – taking pride in doing things right.
  • Proactive mindset and openness to giving and receiving feedback.

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Why Join PolicyMe?

• Generous Time Off: 20 vacation days.
• Compensation & Benefits: Access to stock options and a comprehensive benefits plan.
• Work Environment:
  • Remote-first team with company-paid, in-person socials.
  • Option to work from our Toronto-based office.
  • Work with an empathetic, high-performing team in a flexible, results-oriented environment.
• Professional Development:
  • Resources to support your growth, including an L&D budget.
  • Performance reviews twice a year and ongoing feedback.

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About PolicyMe

PolicyMe is a Venture-Backed InsurTech startup on a mission to put families first by providing honest and uncomplicated life insurance. We streamline the traditional insurance process through technology, removing barriers to deliver fully-underwritten life insurance policies with fewer steps and lower costs. Since our launch in 2018, we have grown exponentially, selling over $1 billion in life insurance coverage to Canadians. PolicyMe was recognized as one of Canada's 50 Most Impactful Companies of 2021 and has been featured in BetaKit, National Post, The Global & Mail, and Global News.

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Application Instructions

Interested candidates are invited to submit a resume.

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Commitment to Equal Opportunity & Accessibility

PolicyMe is an equal opportunity employer committed to diversity and inclusion. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, or disability status.

We thank all applicants for their interest; however, only those selected for an interview will be contacted.

PolicyMe is dedicated to ensuring an accessible experience for all candidates. If you require accommodations during the application process, please indicate this in the "Additional Information" section of the job application. We are committed to working with you to provide support and make reasonable adjustments.